Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a *brand new* RV that had supposedly undergone a 20 hr PDI - and within 1 day of bringing it home the problems began!-broken shower skylight leaking water WE WERE TOLD WARRANTY DELCINED! (keep in mind we've had it less than 3 weeks!)-water leaking from shower and kitchen sink onto floor - tv doesnt work properly -broken fan -broken led lights -fridge malfunctioning and stops cooling -leaking shower head -faucet head broken -torn **** boots To top it off, the first time we had rain our entire bunkhouse began to fill with water, LESS THAN 3 WEEKS AFTER PURCHASE. When we attempted to return and request our money back, the offered to cosign it for us while we still make payments and lose over $10k -- for a trailer we had less than 3 weeks that was supposed to be brand new!

  Business Response

  Date: 10/21/2024

  To Whom It May Concern,
  We have received the complaint from *** and Mrs. ***** regarding their purchase of a new ** from Open Road RV - ****** and would like to provide our response.
  *** and Mrs. ***** purchased the ** on September 1st, 2024, and conducted a detailed walkthrough of the ** on September 13th. During this walkthrough, we discussed the known issues with the air conditioning unit and the LED light strip, and we communicated that plans were already in place to address these items as soon as those parts arrived.
  Towards the end of the first week of October, *** and Mrs. ***** contacted us regarding additional concerns about water leaks in the **. We promptly requested that they bring the unit in for inspection and repair. The ** was dropped off on October 8th, and we immediately started the repair work on October 9th, with all necessary repairs completed by October 10th. Throughout this process, we communicated with the factory regarding the warranty coverage to ensure that any eligible repairs were properly addressed.
  Our priority has always been to provide our customers with the best possible service and to handle any issues efficiently. Since completing the repairs, we have made several attempts to reach *** and Mrs. ***** to update them on the status and to discuss the pickup of their **.
  Sincerely,
  ***** ********
  Open Road RV - ******
  ********************************************************************
  **************

• Initial Complaint

  Date:02/22/2024

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Jan 16 we applied to We purchase a 2024 heartland north trail 29flr camper from open roads viaonline After doing a walk thru on Jan 19 I was assured by the tech that the missing options I had seen were just an upgraded package and we didnt buy that one. Once the camper is at home we found a sheet under a couch that had the specs of the trailer on it. Turns out they sold us a 2023 heartland north trail 29flr. We contact them and they told us it was our fault because we signed the paperwork that said 2023. My husband did miss that as well. They had the 2024 advertised on multiple platforms as well as thru own website. The manager ***** offers us 1k to his camping store for the inconvenience, we turned down the offer. ***** then offers us to have 1k if we sign a NDA saying we wont speak on the matter. My husband turned down the offer via email and said we were getting an attorney. ***** asked when our appt was and we did tell him. We got a mail response from them and all that was said was well F** Before the weekend was up ***** called back and offered to get us the 2024 we thought we had purchased. He promised that we would have it in a week. We never heard from ***** again. After emailing and calling with no response except tech guys with no info to share they delivered it to us on Feb 16. We were given no keys to the camper, a broken couch, and the wrong size mattress, leaking hoses, outlets not working. We have emailed ***** and he isnt responding. We were scammed into the wrong year that I believe was purposely done because they advertised it on so many platforms. Then everything was taken off the camper that had the year on it. The lack of communication, empathy, and lack of responsibility in all of this is so unprofessional. We are out thousands of dollars for extending our lease, paying insurance on the rv. Also noticed a change in the vin. Ive kept proof of it all.i also have proof they are selling the one we lived in as new

  Business Response

  Date: 03/15/2024

  Open Road RV sincerely apologizes to the Contes for any difficulties or inconveniences during their purchase experience.  We take client input seriously, aiming to continuously improve that experience.  Over the past 10 years, our commitment to service has earned us an overall A+ rating with the Better Business Bureau (BBB), of which we are immensely proud.

  Despite a series of unforeseen circumstances and challenging resolutions, we are pleased to have fully delivered their 2024 Heartland North Trail RV.  We appreciate their patience and understanding throughout this process.

  At Open Road RV, we remain dedicated to providing exceptional service to all our clients, and we will continue to learn from every interaction to enhance our customer experience.

  Customer Answer

  Date: 03/23/2024

  They have delivered the correct camper.  But we received a camper that has a lot of problems.  The sinks were both leaking, the couch was broken, they gave us the wrong size and brand of mattress that is advertised, peeling wallpaper, half of the vents and paneling isnt even secured down with screws or glue (they just placed them in the correct spot).  They have sent a person to correct some of the problems twice and we still have an electrical outlet that doesnt work so we cant use half of the kitchen.  We never got keys so we had to buy a new door lock. The exterior has poorly placed stickers of trees that have visual defects on one half of the entire front of the camper.  They refuse to contact us.  ***** has NOT responded or contacted us.  I was able to reach him by lying about my identity and he told me I should be ashamed of myself for trying to ruin the financial well being of his employees and they have made no mistakes.  The owner refuses to contact us.  They are now selling the 2023 camper we were living in as brand new on their lot.  We lived in it with our 2 dogs and they even pulled off with some of our belongings by accident.   They were 100% aware we were living in it and now have it posted as brand new.    They scammed us and they are currently trying to scam another buyer with the used camper.